Erridge A, Fee R, McIlroy J
The International Journal of Public Sector Management, (UK), Vol 11 No 5 98
Start page: 341. No of pages: 13
Discusses the application of quality approaches within the public sector, describing an assessment of the UK Government’s purchasing agency’s quality performance against the European Quality Model criteria. Looks at a variety of approaches to quality in the public sector such as the citizens charter (1991), total quality management, and techniques such as quality circles and quality action teams. Outlines the features of the European quality model which consist of criteria linking enabling actions to results, including leadership, people management, processes, customer satisfaction and business results. Finds that the adoption of a quality approach by the government purchasing agency not only produces a good level of performance in relation to treasury and cabinet office targets, but shows that a predominantly private sector model of quality can be usefully applied to the public sector.
Subject(s): PUBLIC SECTOR, QUALITY PROGRAMMES, GOVERNMENT AGENCIES, EUROPEAN QUALITY MODEL, TQM, KAIZEN
Database: MQA: Management of Quality Abstracts
Style: Case study. Reference: 27AR876
Reproduced by permission of Anbar Management Intelligence